Cancelled order email notifications
Updated 4 weeks ago
When you edit an order with Cleverific's Advanced Mode, Cleverific will do a "save as" by canceling the original order and creating a new version of the order with your edits applied. By default, Cleverific doesn't trigger Shopify to send any order cancellation emails to your customer and doesn't send any order notifications to your customer regarding the edited order.
Sending order updated notifications
If you want to ensure that your customers receive an email confirmation regarding the edits applied to their order, you can send the "Order Updated - Default Template" before saving your edits.
Known issues
Because Cleverific performs this "save as" process, customers can sometimes be confused when they check the status of their order after it has been edited via the "View your order" button from their original order confirmation email. They will see on the original order status page that it has been cancelled.
The issue here is that when an order is edited, the order status page link included in the original order email confirmation can't be forwarded to the new version of the order.
Example
Your customer places Order #1001
Your customer receives an order confirmation email for Order #1001, which includes a "View your order" button to access the order status page.
When order #1001 is edited in Advanced Mode, #1001 is canceled and superseded by order #1001A.
If the customer in the above example checks the order status link in the second step, they will see that Order #1001 was cancelled.
Recommendations
We recommend the following to help reduce customer confusion.
Send an email notification to the customer for the updated order. See our article here: Send an email notification when updating an order.
Tell the customer what to expect regarding the original order confirmation via your Shopify Order Confirmation email template.
Got questions? Drop us a line at support@cleverific.com